Response and Resolution Times

We will respond to any complaint within 48 hours of receipt. We aim to resolve all complaints within 28 days.

Escalation

If you do not receive a satisfactory initial response to your complaint by speaking to a member of our Customer Services Team then please ask for your call to be escalated to the Customer Services Manager. If the Customer Services Manager is not available they will call you back at a time which suits both parties.

Independent Adjudication

In the unlikely event of a complaint not being resolved within eight weeks of receipt by ITS you may refer your complaint for independent adjudication through Alternative Dispute Resolution (A.D.R.). We are registered with the Ombudsman Services for Communications, who provide this as a free service to you.